EXPERIENCE/WORK HISTORY:

Confidential, Walkersville, Maryland

Customer Service Representatives/Collections

Responsibilities:

• Adhere to policies and procedures for collection, bankruptcy and foreclosure properties, to assist distressed clients.
• Comply with state and federal regulations governing collection practice. Interpret and document information from various sources within the system and application environments.
• Provide excellent customer service for manual, inbound and outbound Call Center functions.
• Utilize Microsoft product suite and Remedy problem tracking software. Initiate client contact and determine reasons for delinquency, evaluate customers’ financial situations and negotiate terms of repayment to bring account current.
• Perform skip tracing and collateral analysis. Strive to achieve mutually beneficial terms for both client and company diverse needs.
• Provide technical or complex information about product and service line.
• Determine and address the needs of customers, identify products and/or services to meet their needs.
• Resolve complex routine problems, questions, or complaints; directs the most complex problems, questions, or complaints to the appropriate person.
• Resolve complex collections issues utilizing, Auto - dialer, Sharepoint, PeopleSoft, Outlook, Fidelity, Library Management Application, CICS, Early Resolution and AS/400 desktop applications. Interface with Virtualization.

Confidential, Columbia, Maryland

Distribution Support

Responsibilities:

• Built and integrated Window software applications and shipped to licensed clients.
• Experienced with Remedy ticket tracking software. Assisted in installation and trouble shooting, wrote technical documentation, participated in projects to improve support capability and systems deployment.
• Utilized Word, Excel, PowerPoint and Outlook software application.
• Packaged and shipped product and supporting documentation.

Confidential, Gaithersburg, Maryland

Customer Service Representatives/Call Center-Help Desk Support

Responsibilities:

• Analyzed Financial Services business requirements and collection needs for client, assessments of cost and feasibility of proposed solutions.
• Monitored, coordinated and resolved service requests using Problem/Change Management Applications.
• Provided excellent customer service and coordinated with IT support teams and end-users, performed report generation, created and updated Helpdesk documentation.
• Researched and processed delinquent accounts.
• Filed notices of bankruptcy exceptions, reviewed reports, and made adjustments to accounts.
• Researched, updated credit reporting bureaus, and processed work items in a timely manner, to avoid sanctions being brought against the company.

Confidential, Bethesda, Maryland

Customer Service Representatives

Responsibilities:

• Performed banking, product telemarketing, inside sales and customer service activities for Confidential .
• Worked closely with management to establish business and performance objectives, and customer satisfaction measurements.
• Nominated as the Customer Service Representative for 2003.
• Performed regression testing on banking application business relating to bankruptcy accounts.
• Installed and tested releases of bankruptcy and collection applications.

Confidential, Washington, DC

Technical Manager

Responsibilities:

• Performed MVS and UNIX task management support for the INS.
• Managed ADP Production Support Organization. Established business and performance objectives, project deliverables, and customer satisfaction measurements.
• Analyzed assigned tasks, developed project plans, created task requests; work plans, milestones, and assigned task resources.
• Performed conflict management monitored work schedules and assured that INS policy and staff carried out procedures.
• Conducted performance reviews, developed Individual Development Plans, evaluated and monitored staff progress.
• Performed work measurement study and identified ways to make operation run smoothly utilized MS PROJECT Management tool.
• Used Remedy for problem tracking and change management.

Confidential, Herndon, VA

Project Manager/Environment Support

Responsibilities:

• Researched, planned, designed, and implemented functional testing environments for Confidential & Confidential Ordering, Provisional and Billing MVS and UNIX software application environments for certification and code compliance.
• Performed full life cycle management and coordination using standard project management tools.
• Utilized PVCS Tracker for Change Management, Problem Tracking and Control-M scheduler.
• Established application environments to ensure product models/versions/release is capable of correctly processing, providing and/or receiving date data within and between interfaces.
• Tracked all issues relating to multiple applications for each Strata.
• Kept management informed of issues that needed their attention and provided resolutions.
• Balanced multiple priorities, resources, constraints and technical alternative against business needs and risks.
• Provided support to environment, execution, development and analyst teams. Attended project status meetings and coordinated project rollout.

Confidential, Silver Spring, MD

Project Manager/ Release Manager

Responsibilities:

• Provided strategic leadership to client/server, web and desktop application support teams, which included UNIX, HP-UX, Sun/Solaris, and Sybase, DB2 and Oracle/SQL databases.
• Coordinated multiple projects, teams and technical support staff. Enforced standards for application software desktop suites and GroupWare.
• Conducted long range planning to support the movement of software applications from development environments to pre-production.
• Provided user with 24/7 support, negotiating service level agreements between support organizations.
• Created project, work, task and back out plans for supported application organizations.
• Provided training documentation; conducted weekly production readiness meetings and managed technical resources.
• Utilized Information Management System for Design Change Reporting (DCR) for change control and Problem Tracking Reporting (PTR) for problem tracking.
• Established PTR and DCR implementation and priority status flow and change schedule.
• Additional, support included performing application and component testing of Sales Support Network Applications group (SSNA).
• Wrote test plans and processed problem tracking reports documenting defects.

Confidential, Arlington, VA

Software Test Engineer

Responsibilities:

• Coordinated and scheduled software loads, problem determination, regression testing of APS software developed for fourth generation group printers.
• Tested software in UNIX/ SCO, Mainframe, and Windows NT operating systems environments.
• Performed DHCP server and network address updates.
• Developed implementation installation, test and daily operational procedures.
• Installed, implemented and tested UNIX based application.